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Guest Services Representative

1 month ago

Portland, United States OMSI - Oregon Museum of Science & Industry Full time

The Guest Services Representative is part of a team that rotates across multiple areas to perform and provide high quality customer service to guests. Primary responsibilities include guest ticketing, ushering, answering questions, concierge desk duties and food/drink service.

Essential Duties and Responsibilities:

The Guest Services Representative rotates across the following areas (subject to change)-based on customer need and staff availability-as assigned by Guest Services leadership.

They must remain knowledgeable of guest safety and security protocols (e.g. lost children, fire alarms), including acting quickly and effectively in case of emergency in compliance with relevant Emergency Action Plan (EAP) procedures.

  • Front Desk
    • Processes ticket sales and guides museum guests through museum check-in procedures, with an emphasis on exceptional customer service;
    • Explains OMSI offerings and membership opportunities with focus on encouraging deeper guest engagement and sales;
    • Answers and resolves membership-related questions, inquiries, and transaction requests;
    • Answers general museum questions and provides wayfinding information;
    • Processes visitor accessibility requests e.g. stroller and wheelchair check-out, assistive devices;
    • Responds to and supports the processing of visitor / vendor / non-GS department requests.
  • Concierge Desk
    • Responsible for answering OMSI public-facing emails, phone calls, voice mails, and in-person messages. Redirect to appropriate communication channels, as needed;
    • Processes concierge requests, such as group check-ins, coat check, lost and found, stroller and wheelchair check-out, and parking and museum ticketing.
  • Empirical Theater
    • Arrives punctually before each scheduled attraction/event to help clean and prepare the theater for upcoming programming and events;
    • Collects tickets, ushers guests, and actively communicates between theater and front desk personnel regarding guest accommodations and needs;
    • Processes visitor accessibility requests e.g. closed captioning devices and audio descriptions;
    • Confirms audio and visual setup, followed by communicating theater guidelines and etiquette to theater audiences.
  • Planetarium
    • Arrives punctually before each scheduled attraction/event to collect tickets and usher guests, including active communication between Planetarium and front desk personnel regarding guest accommodations and needs;
    • Communicates guidelines and etiquette to Planetarium audiences.
  • Submarine
    • Arrives punctually before each scheduled tour to collect tickets and usher guests through the Submarine hatch portal, including active communication between Submarine and front desk personnel regarding guest accommodations and needs;
    • Communicates directions, guidelines and etiquette to Submarine tour participants.
Working Conditions:
  • This position is non-exempt, paid hourly;
  • This position is regular part-time scheduled for 20-29 hours/week;
    • Requires working onsite at the museum location;
    • Requires working on weekends, holidays, special events, and/or evenings as scheduled.
  • Physical Demands: 40% sitting, 50% standing, 10% lifting/carrying 50 lbs.;
  • Vision Demands include:
    • Close vision (clear vision at 20 inches of less)
    • Peripheral vision (ability to observe an area that can be seen up and down or to the left or right while eyes are fixed on a given point)
    • Depth and perception (three dimensional vision, ability to judge distance and spatial relationships)
    • Ability to adjust focus (ability to adjust the eyes to bring an object into sharp focus)
  • Environmental Demands include:
    • Work near and operate heavy machinery
    • Consistent movement up and down stairs
    • Work in the lobby may include changes in temperature and direct sunlight
  • Noise Levels include:
    • Moderate (examples: business office with computers and printers, light traffic)
    • Loud (examples: metal can manufacturing department, large earth-moving equipment)
    • Very loud (examples: jack hammer work, front row at rock concert)
Secondary Responsibilities

Secondary responsibilities include-but are not limited to-the following:
  • Supports special events, internal meetings, and group visits such as OMSI After Dark, school field trips, and space rentals. May require serving food, beverages and/or alcohol products to museum guests or staff;
  • Provides crowd-control, wayfinding, cleaning and/or general staffing support in areas throughout the museum campus as assigned by the Guest Services leadership in order to facilitate and enhance the guest experience.
Knowledge and Skills:

REQUIREMENTS:
  • Business Practices:
    • Demonstrated ability to pivot between individual and team work;
    • Ability to handle multiple tasks, often with overlapping and time-sensitive deadlines;
    • Excellent organizational, analytical, and problem solving skills;
    • Excellent attention to detail with a high degree of accuracy;
    • Proficiency/ability to learn Google Suite and/or Microsoft Office products;
    • Exercises sound judgment while upholding high integrity and ethical standards;
    • Ability to adhere to confidentiality, protocol, and community agreements.
  • Guest Services:
    • Strong communication skills, with an emphasis on customer service, problem-solving, and advancing diversity, equity, and inclusion through a racial equity lens;
    • Remains knowledgeable of OMSI departments, products, and key personnel to provide accurate information and process visitor / vendor / non-GS department requests;
    • Working knowledge and ability to perform basic math and cash handling procedures;
    • Ability to model and support a positive team dynamic with paid and unpaid staff;
    • Working knowledge/ability to learn Point of Sales (POS) systems;
    • General computer skills, with an emphasis on email communication.
PREFERENCES:
  • Advanced knowledge of food safety, protocols, and regulations
  • Proficient or native fluency in a non-English priority language in Oregon.
Education & Work Experiences:

REQUIREMENTS:
  • 1 year of customer service experience in a fast-paced, public-facing retail and/or service environment;
  • Demonstrated experience working effectively with people of diverse backgrounds and talents.
PREFERENCES:
  • Experience working with volunteers;
  • Theater presentation or ushering experience.
Additional Requirements/Preferences; Including Licenses and Certifications:

REQUIREMENTS:
  • Pre-employment checks, such as criminal background checks, reference checks;
  • Current Oregon Liquor Control Commission (OLCC) license:
    • If not licensed, training can be provided at no cost for selected candidates as part of the onboarding process. Exemptions are provided if you qualify for an accommodation under the ADA for medical or religious reasons.
  • Current Oregon Food Handler's Card:
    • If not licensed, training can be provided at no cost for selected candidates as part of the onboarding process.
PREFERENCES:
  • None.
Benefits and Perks at OMSI
  • 2 weeks of vacation per year
  • 2 weeks of sick time per year
  • 12 personal / cultural days (PTO) per year
  • Free annual OMSI Family Membership
  • Reciprocal Employee Attractions Pass (REAP)
  • 403(b) retirement with employer match eligibility
  • Inclusion-centered professional development opportunities
  • Employee-led rewards and recognition program
  • Discounts on summer programs for employee's children